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Coronavirus FAQs & updates
A MESSAGE FROM OUR CEO
We’re still open online 24/7 – but we’re closing our shops for a while.
The time has come to temporarily close our stores while the nation, and the wider world, deals with the unprecedented COVID-19 crisis.
This is a step we feel we have to take in order to protect the health and wellbeing of our teams and our customers, and play our part in limiting the pressure put on our NHS.
It goes without saying that paperchase.com is still very much open for business. You’ll everything you need to while away the hours, and much more, 24/7.
For a daily dose of goodness in these challenging times, follow us on Instagram and become a friend of ours on Facebook. You can also contact our Customer Service team via email at [email protected] or use the live chat on our website if there’s anything you need help with.
All that being said, the most important message for now is that we hope that you, and your loved ones, will keep well and safe.
With very best wishes from all at Paperchase.
Duncan Gibson
CEO, Paperchase
FAQs
These are correct as at 23rd March. We’ll try to update them as often as we can but the situation is unprecedented and changing regularly so please bear with us.STORES
Are Paperchase stores still open?
We're sorry to say that, following government advice, we have taken the decision to close our UK stores for a little while as a preventative measure.
I have already ordered something online to Click & Collect from a Paperchase store but I can’t collect... what do I do?
If you have not yet collected your order from the store, as part of the closure procedures it will be returned to our warehouse and you will receive a full refund. This normally takes around 10 – 14 days but please bear with us and allow some extra time for this process at this busy time. If you wish, you can then reorder online and have it delivered to your home.
ONLINE ORDERS
Will I get my online order?
Our website warehouse and carriers are currently experiencing a higher than normal volume of orders. We’re aiming to fulfil all online orders, but it may take a bit longer than normal. Currently orders are taking around 7 to 10 days to reach their new home. Please bear with us – it’ll be worth the wait, we promise.
What are my delivery options at the moment?
For the time being we have switched off Click & Collect and Next Day Delivery options. This is because our stores are closed and we want to be able to deliver everyone’s orders within the timescale they expect. That said, please be patient if your order is delayed - we are currently experiencing higher than usual volumes but are working hard to get all orders out as quickly and accurately as we can. .
Is the warehouse safe/clean?
We have taken precautions to reduce risks in our warehouse for both colleagues and customers. This includes increased cleaning on site and implementing social distancing procedures for colleagues. We will continue to review and update our practises according to government advice to ensure we keep our colleagues safe.
CUSTOMER SERVICE
I have a question, how can I get in touch?
The best way to contact us is via email ([email protected]) or the live chat onsite, as our phone lines will be very busy at this time. Please provide as much information as possible in your request. We aim to respond to all emails within 3 working days but please bear in mind that there may be some delays due to an increased number of customer queries at this time.
RETURNS & REFUNDS
I bought something from Paperchase, can I still return it?
You have 30 days from the date of purchase (for something bought in-store) or date of receipt (for something bought online) to return anything to one of our stores or send back to us. See full details of our returns policy here.